Tim Hilken

Papers

Total Citations

H-Index

About

Dr. Tim Hilken is a leading scholar at the intersection of artificial intelligence, service management, and stakeholder engagement. His research focuses on how emerging technologies—particularly embodied conversational agents—reshape customer co-creation and service interactions. Dr. Hilken’s most-cited work, "Stakeholder engagement with AI service interactions" (2025, 7 citations), tackles a critical challenge: despite AI’s potential to revolutionize service delivery, customer skepticism remains a barrier. He explores how stakeholders can design and implement AI innovations to foster trust and meaningful engagement. This contribution builds on his broader expertise in digital service ecosystems, where he examines the psychological and relational dynamics of human–AI collaboration. Dr. Hilken’s insights are vital for practitioners navigating the ethical and practical dimensions of AI adoption. His work has been recognized for bridging theoretical frameworks with real-world applications, making him a key voice in service research. With a growing citation footprint, he continues to influence how organizations leverage AI for sustainable, stakeholder-centric innovation.